(Closed) [Vent] Tried to get new appliances, didn't go so well….

My FH and I purchased a dishwasher and range from Sears and paid for delivery, installation, and haul away for the old appliances. We scheduled delivery for yesterday for both and worked from home. We received confirmation emails and phone calls with estimated delivery times (9-12 for dishwasher, 3-5 for range). The electric stove was a relatively painless installation, except that they were supposed to call and confirm in the morning (never happened) and came over an hour late (past 6). They damaged one of our cabinets (it has a huge dent) and initially had the range set up a goof 6 inches away from the wall, making it impossible to open the cabinet door next to it. We asked them to push it all the way back so we could actually use our cabinets and the delivery team said that’s it’s annoying/difficult to do. Isn’t that why we paid them? They eventually did it.

The dishwasher was a whole different story. It had to be installed by a licensed plumber and thus, carried a hefty fee for building permits, installation, and etc. Sears subcontracted to a local company for this. No issues with the confirmation call and timing. The installation team came and proceeded to unhook our old dishwasher. This is where the real fun began. I’m a CPA, so my knowledge of plumbing is admittedly lacking.

About a minute after starting, we heard gushing water and screaming for towels, then screaming to turn the water off in the building. We found the superintendent who turned off the water mane to the entire condo building, and that didn’t seem to stop the water in the kitchen (it did in the bathroom). After about 5 minutes of chaos, the pipes were put back together, one of the installation people had minor burns from the water (it was hot water that was coming out), and our kitchen had water everywhere. Water had also leaked all the way down to the basement (we’re on the 3rd floor). We then waited a good 45 minutes for their manager to show up and assess the issue. According to the the crew, the valve was broken and they were only able to stop the water once they put everything back together. Not sure exactly what they did, but at the end of all this, we had hot water in the bathroom, but not in the kitchen. When we turn the faucet for hot water, nothing comes out. Seemingly, if the hot water is off in the kitchen now, that means that there was a way to turn it off initially.

They told us that they couldn’t come back before Monday to fix it, and now the repair will require turning off the water in the entire building. They also mentioned an extra fee to replace the valve. So we need to do another day of work from home (which is really very inconvenient) and deal with the management company to get the water turned off. Not to mention explaining what the hell had happened during the installation/potential water damage to our condo and the 2 units below us. Oh, and we still don’t have a dishwasher, and now no hot water in the kitchen sink… So much for washing dishes this weekend.

We called Sears to inform them about what happened, and I filled out the online contact us form for a paper trail. However, I received no email confirming my messgae was submitted, and it didn’t allow us to type in any number or “special” characters (ie commas, periods, apostrophes, and any other punctuation you would normally use). So frustrating!

@futurefishy: Sears can be a pain with that stuff. I know your appliances are new, but my parents have issues when they contact Sears regarding their appliances. They purchased almost all of their appliances there years ago. And everytime something goes wrong and needs to be looked at, they can’t come for at least a week to check it out. So my mom just ends up calling a local appliance place and they end up coming that day.